Best Practices

What are some of the best Call Center/IVR practices for Solutions on Hold’s professional voice prompts?

1. Be respectful of your callers’ time and your overhead with clear prompts that get them to their destination as quickly as possible.
2. Provide up-to-date sales, technical or service related data to customers on a daily, weekly or monthly basis with a clear professional delivery.
3. Provide useful website links to clients, so they can access internet links for immediate technical assistance, service processes or important specifications.
4. Remind them to have user IDs, order numbers, passwords, part numbers etc… ready when the CSR answers the call to save them time.
5. Reinforce your brand and marketing initiatives when appropriate.
6. Provide instructions or answer FAQ’s to callers in Spanish or French, as well as other foreign languages.
7. Say please and thank you.  Yes, what works at home works in Call Centers too.